Head of Customer Support

Work schedule

Full-time

Address

Karolinská 654/2, 186 00 Karlín, Česko

We’re looking for an experienced and empathetic person to lead our growing Customer Support team across our Prague, San Francisco, and Vancouver offices. In this role, you’ll be responsible for delivering exceptional support to our users and customers. You will define standards, guide ongoing training efforts, set KPIs, and manage the team to achieve their goals. You’re a great fit for this role if you have both strategic and executional experience leading and scaling support operations and organizations. You know how to use both qualitative customer feedback and quantitative data to prioritize what we do, how we do it, and how to make it better. Are you passionate about delivering an outstanding customer experience? Want the opportunity to make a big impact in a fast-growing startup? Then we’d love to hear from you. Let’s make products that matter, together.

Develop and deliver long-term strategies (in partnership with Product and Biz Ops) to improve the Support team’s internal operations, tools, and effectiveness at driving positive business outcomes

productboard

About you

We’re looking for someone who has built out and scaled customer support operations, particularly in a dynamic, fast-paced startup or tech environment. Ideally, you’ll have experience designing and overseeing training, QA, and metric management programs at scale.

Experience managing in-house, distributed teams

Experience leading a customer support team of 10+ people at scale (24/7 global operations, multi-channel communications)

Empathetic – you care deeply about the customer experience

A great coach and people developer

Data-driven and a confident communicator

5+ years in customer success and 3+ in people management

Bachelor’s Degree

Zendesk/Intercom experience preferred

Daniel Hejl

Founder & CTO

Tereza Macháčková

People Ops Lead

You can look forward to the following benefits:

You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning.